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Frequently Asked Questions

While it is difficult to consider every potential question that may be raised we have covered most of the areas of information we are frequently asked about.  If you can't find the answer to your query, please contact us.

  1. I don’t donate to the charity but I need treatment. Can you help me?
  2. I have retired from the force but have now returned on the 30-plus scheme. Am I eligible to attend?
  3. How often can an officer attend for treatment?
  4. Why can retired officers only attend for a week at a time?
  5. Can I only attend if I have been hurt on duty?
  6. Do you only treat the most serious injuries?
  7. I’m due to have an operation shortly. When is the best time to attend for treatment?
  8. Can I express a preference for which centre to attend?
  9. How long is the waiting list?
  10. How long can I expect to wait before I am allocated a date to attend?
  11. Are the centres open as normal on Bank Holidays?
  12. I was asked to provide two payslips with my application form. Why was this?
  13. I have a query about my booking, who should I contact?
  14. Having read my confirmation letter I have been asked to attend between certain times on my first day. Why is that?
  15. Can I arrive on a Sunday?
  16. The confirmation letter tells me to bring my ‘Surgeon's protocol' with me. What is that?
  17. I have childcare issues. Can I be booked in to attend the centre daily but go home each night?
  18. Can I attend as an outpatient with a non-physio condition?
  19. I’m due to attend next week but I’m not feeling well. What should I do?
  20. What do I need to bring with me?
  21. Can my partner/friend/driver stay for lunch/overnight when they drop me off?
  22. I’m staying in one of the cottages. Are linens and towels provided?
  23. What is the dress code at the Centres?
  24. I have special dietary requirements. Can they be catered for?
  25. What is there to do on an evening?
  26. What happens to all the patient feedback?



  1. I don’t donate to the charity but I need treatment. Can you help me?

    2. Treatment at the Centres is only provided free of charge to donating officers. For more information please refer to our Eligibility Policy and criteria.


  2. I have retired from the force but have now returned on the 30-plus scheme. Am I eligible to attend?

    3. Retired police officers become eligible for admission to the Centre when they are in receipt of a full police pension. The Trustees of the Police Treatment Centres have agreed that officers who have opted for the 30-plus scheme remain serving police officers holding ‘the office of Constable’ and must continue to regularly donate to the charity to retain eligibility for free treatment.


  3. How often can an officer attend for treatment?

    4. Treatment is provided on the basis of clinical need. That might mean one officer attends three times in one year, but that another may only need a one-off course of treatment.

    We would not normally expect to receive an application for admission sooner than twelve months from the date of discharge from a previous visit unless the charity’s physiotherapists or nurses make such a recommendation; or there are new circumstances arising with an existing condition; or a new injury or illness has arisen.


  4. Why can retired officers only attend for a week at a time?

    5. The Charity’s Scheme (governing document) states that priory will be given to serving officers who are seeking treatment and if capacity and demand allow retired officers may be able to attend. At present Trustees have not asked retired officers to make a weekly donation to the charity in the same way that serving officers do.


  5. Can I only attend if I have been hurt on duty?

    6. Treatment is available regardless of how the injury/illness was sustained.


  6. Do you only treat the most serious injuries?

    7. We can treat a large range of injuries. In the case of less serious conditions we often find officers attending for physio do so quite late on in their recovery whereas in fact early intervention can often bring about far more significant results. If your condition is affecting your ability to perform the activities of daily living, or your job, to the full then you should consider applying for treatment.


  7. I’m due to have an operation shortly. When is the best time to attend for treatment?

    8. This will vary according to the exact nature of the surgery i.e. after joint replacement it is best to wait until your stitches are removed and the wound is healed at around three weeks, but after ACL reconstruction a six-week period post-operative is recommended to allow for the knee joint to settle down. Please contact the physiotherapy department if you require further guidance.


  8. Can I express a preference for which centre to attend?

    9. The application form allows you to express a preference to attend either St Andrews or Castlebrae. However, allocation will depend upon a number of factors for example: capacity at each centre; and the urgency for treatment. Sympathetic consideration will always be given to an expressed preference and normally we are successful in meeting the request.


  9. How long is the waiting list?

    10. This will vary according to demand through the year but we assess each application individually and will prioritise urgent cases wherever possible. Normally admission is within two to six weeks depending upon the circumstances.


  10. How long can I expect to wait before I am allocated a date to attend?

    11. You can normally expect to hear from us within two weeks from the time that we receive your application. The time it takes to allocate a date for treatment will depend on the quality and detail of information on the application form which enables our staff to make a clinical assessment of the individual’s needs.


  11. Are the centres open as normal on Bank Holidays?

    12. The centres are open on Bank Holidays with services provided as normal. In fact, the only time our centres close is for a period of two weeks over Christmas.


  12. I was asked to provide two payslips with my application form. Why was this?

    13. Treatment is only provided free-of-charge to those officers who support the charity by making a weekly donation. To ensure this policy is applied fairly and consistently we ask for proof that an officer makes this donation when processing his/her application form.


  13. I have a query about my booking, who should I contact?

    14. The bookings process is administered from St Andrews in Harrogate so please call 01423 504448 for assistance if you can't find the answer to your query on this site.


  14. Having read my confirmation letter I have been asked to attend between certain times on my first day. Why is that?

    15. Patients attending for physiotherapy are asked to arrive in the morning to enable them to have sufficient time to see their physio. Non-physio patients are asked to attend in the afternoon.


  15. Can I arrive on a Sunday?

    16. In some cases this is possible, but only by prior arrangement. We try to admit retired officers from Sunday to Sunday to help with their travel and support arrangements.


  16. The confirmation letter tells me to bring my ‘Surgeon's protocol' with me. What is that?

    17. In short, after certain operations a surgeon may stipulate the aftercare that he/she would like the patient to have. This only occurs after some operations and not all surgeons set such a protocol. So if you haven’t got such a document, the chances are you don’t need one.


  17. I have childcare issues. Can I be booked in to attend the centre daily but go home each night?

    18. To get the maximum benefit from the treatment programmes officers would generally be expected to stay at the Centres for the duration of their treatment. There are cottages available for use by families and at St Andrews we have an arrangement with a local nursery to provide childcare. You can download information here. In some circumstances outpatient treatment may be offered.


  18. Can I attend as an outpatient with a non-physio condition?

    19. There are cases where this may be appropriate. After a consultation with nursing staff a treatment programme will be arranged, normally consisting of a weekly appointment for a six-week period.


  19. I’m due to attend next week but I’m not feeling well. What should I do?

    20. We want to ensure patients are well enough to participate fully in the activities available so the best advice is to call and speak to the duty nurse about your symptoms. It may be possible to delay your arrival or re-book. In the case of diarrhoea and sickness it is important patients have been symptom-free for 48 hours before attending to prevent the potential spread of such conditions.


  20. What do I need to bring with me?

    21. With your joining instructions you will receive a patient information sheet outlining what is provided at the centre (i.e. towels) and what is not (for instance, hairdryers).


  21. Can my partner/friend/driver stay for lunch/overnight when they drop me off?

    22. Demand on the Centres means it is not possible to cater for visitors but they are welcome to enjoy a hot or cold drink in one of our lounges on arrival and before they set off on their journey. Partners and carers can only stay at the Centres under certain specific circumstances and with prior agreement i.e. when providing hands-on care and support for a patient.


  22. I’m staying in one of the cottages. Are linens and towels provided?

    23. All bed linen, towels and tea towels are provided, as are washing facilities. A starter pack with tea bags, milk, bread etc is also provided.


  23. What is the dress code at the Centres?

    24. The dress code is casual/sportswear in line with the activities patients undertake during their stay. Warm clothing to wear between exercise activities is advisable, especially in colder weather.


  24. I have special dietary requirements. Can they be catered for?

    25. Whether you have an allergy or intolerance, are trying to lose weight, or simply don’t like certain foods, our catering team can help. You can ask to speak to a chef before your stay or on your first day and they will be happy to work out a suitable menu for you. Half portions and healthier options are also available.


  25. What is there to do on an evening?

    26. As well as the leisure facilities that are available, each week officers organise themselves into a social committee and hold events such as quiz nights. These activities are optional but help to raise a significant amount of money for the charity. For those seeking quiet time, there is a small library, television lounges and free internet access at each Centre.


  26. What happens to all the patient feedback?

    27. The feedback is assessed on a monthly, quarterly and annual basis. Sometimes it is possible to implement suggested changes. Information on ideas that have been adopted are displayed on the patient’s noticeboards, as are suggestions we have been unable to undertake along with the reasons why.